| Job Title: Supervisor Customer Care Department: Geisinger Health Plan, Customer Contact Center Location: Pittston, PA Work Type: Full Time Work Schedule: Rotation - within hours of operation (M/T/Th/F 7a-7p, W 7a-8p, S 8a-2p) Job Summary: Supervises and develops a team of Customer Care Associates and Specialists to ensure Health Plan customer service standards, accreditation and regulatory requirements are met. Serves as a resource for communication and access to services for staff, customers and other internal customers. Reports and trends customer issues. Reviews, develops, and provides on-going training and educational tools to staff. Assist with site visits, plans, directs and controls activities of the Customer Care Team to meet operational needs. Manages activities of the Customer Care Team staff to ensure accurate and timely completion of all customer related inquiries Competencies and Skills: - Makes effective, sound, timely and informed decisions. Seeks to identify, analyze and resolve problems effectively.
- Leads people toward meeting the organization's vision, mission, and goals
- Adjusts priorities to multiple demands and unanticipated events, and modifies decisions and actions in response to changing information and circumstances.
- Delivers high-quality products and services. Anticipates and meets the needs of both internal and external customers. Demonstrates commitment to ongoing service improvement.
- Demonstrates exceptional organizational, interpersonal, verbal and written communication skills.
The specific statements shown above are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job. Education/Experience: *Bachelor's degree or equivalent experience in lieu of degree in Business Administration/Healthcare Management *Minimum of 2 years managed care experience *Minimum of 2 years Managerial/Supervisory Working Conditions/Physical Demands: Work is typically performed in an office environment. Travel may be required. OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. Geisinger Health Plan (GHP) is the health insurance component of Geisinger and serves over 460,000 members in Pennsylvania. Begun in 1985, GHP provides high quality, affordable health-care benefits for businesses of all sizes, individuals and families, and Medicare beneficiaries. About Geisinger: Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 13 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers. |
